Full Job Description Job Summary:

The Service Manager is responsible for leading daily shop and trailer maintenance operations to ensure safety, efficiency, service quality, and team performance. This role oversees workflow prioritization, directs technician activity, and drives operational excellence to meet both internal and external customer needs. Success in this role requires strong leadership, advanced technical knowledge of trailer repair, and the ability to manage performance, budgets, and continuous improvement initiatives in a fast-paced environment. This position is safety sensitive.

Key Responsibilities:

Operations & Performance Lead and manage daily shop operations, ensuring efficient workflow and high-quality service delivery. Prioritize and assign work orders based on customer needs, urgency, and resource availability. Monitor shop performance metrics and implement improvements to meet or exceed operational goals. Oversee completion of work orders, inspections, and documentation to ensure accuracy and compliance. Team Leadership & Development Supervise, coach, and develop technicians at all levels (A, B, C, and Trainee). Conduct regular performance reviews and provide ongoing feedback and training. Support hiring, onboarding, and succession planning efforts. Foster a positive, productive, and safety-focused team environment. Customer & Cross-Functional Collaboration Build and maintain strong customer relationships and resolve complex service issues. Partner with the Parts Department to ensure timely availability of materials and minimize downtime. Collaborate with cross-functional teams to meet service expectations and business objectives. Technical Oversight & Continuous Improvement Review and approve complex repair estimates based on inspections. Lead continuous improvement initiatives to enhance shop efficiency and maintenance processes. Ensure adherence to DOT regulations, company policies, and standard operating procedures. Financial & Administrative Management Manage department budget, control operating costs, and approve expenditures. Oversee purchasing of tools, equipment, and shop supplies. Support warranty processes and ensure proper cost tracking. Safety & Compliance Enforce all safety policies, procedures, and PPE requirements. Promote a culture of safety and ensure compliance in all maintenance activities.

Required Skills/Competencies:

Advanced knowledge of trailer systems and repair techniques Demonstrated leadership and team management experience Strong problem-solving, decision-making, and organizational skills Working knowledge of tools, equipment, and maintenance best practices Understanding of DOT regulations and safety standards Proficiency with computer systems and maintenance software Effective communication and time management skills

Education/Experience:

Bachelor's degree or 5+ years of trailer maintenance experience (or equivalent combination) . Minimum of 3 years of leadership or supervisory experience, preferably in fleet, transportation, or repair environments. Technical certifications or vocational training preferred.

Leadership Expectations:

Directly or indirectly oversees service team personnel, including technicians and shop leadership roles. Accountable for team performance, staffing, and employee development. Responsible for hiring, coaching, performance management, and employee relations.

Physical Requirements:

Ability to stand, walk, bend, kneel, crouch, and work in confined spaces. Ability to lift and move up to 40 pounds. Manual dexterity to operate hand and power tools. Ability to work at heights using lifts and ladders. Occasional desk work using a computer.

Work Environment:

Shop and outdoor work environment. Exposure to varying weather conditions. 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Service Manager - West Bridgewater, MA